Complaints

This profile includes complaints for uniuni's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  uniuni

  100 10851 Shellbridge Way Richmond, BC V6X 2W8

  
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  uniuni

  3750 N Fraser Way Burnaby, BC V5J 5G1

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/09/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase which is apparently going to be delivered by Uni Delivery/Uniuni/Uni Express. They supposedly made an attempt to deliver to me but marked it as a "Failed delivery" despite the fact that I was at home the entire time. The buzzer for my apartment was never pressed.I have made two attempts at contacting their customer service using the form on their website with no response so far. In both attempts I told them to either buzz my apartment as I will be home (I work from home) or to delivery to the onsite leasing office. All they need to do is walk up to the streetside door and press the buzzer for my apartment and after a couple of seconds, I will either buzz them in or come to the streetside door. It's very simple.The email I received mentioning the failed delivery claims there will be a second delivery attempt within ***** hours of the first attempt and as I am writing this it is well past the supposed 48 hours retry.The tracking number is UUS48W0457425078348.

  

  Business Response

  Date: 16/09/2024

  Good day,
  We are writing to confirm that your parcel was successfully delivered on September 8, 2024, at 21:19 to ******************************************************************************************************
  We sincerely apologize for any confusion or delays you may have experienced, and for your reference, we have enclosed Proof of Delivery (POD) pictures.
  If you have any further questions or concerns, please dont hesitate to contact us. We're here to assist you.
  Best regards,
  UniUni

  Customer Answer

  Date: 16/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is (barely) satisfactory to me.
  

  I will say that the delivery of the item was regardless incredibly poorly communicated. I eventually got ahold of their customer service via email where they, in effect, stated that the package had not yet returned to their warehouse house (this being more than 48 hours after the original delivery date) and couldnt reschedule until it did arrive (which I took to mean that they had no idea where my package was). Then, when it was delivered, it arrived on a Sunday night at around 9:30 PM, delivered to a rather insecure location.

  Not once did they attempt to ring my apartment to deliver it directly to me. And I did not receive any notification that it was out for a second delivery. 

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/09/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I call ******* everyday about my parcel that was to be delivered days ago, I get the same response every time in that it will coming today, but at the end of the day I get an email from ******* that its undeliverable. MY address, phone number, all info is right, i go over it every time I call. Ive never has trouble with any other courier except UNIUNI, they have taken up all my time on hold to call them everyday to find out why its not delivered, I even asked if I could pick it up at their warehouse and they said there is no pick up depot, i live in **********

  Customer Answer

  Date: 09/09/2024

  Tracking number 

  JY248W40U001045359

   

   

  

  Business Response

  Date: 16/09/2024

  Dear ****,

  Good day,
  Thank you for your message, and we sincerely apologize for the inconvenience youve faced. We understand how frustrating it is to repeatedly follow up on your delivery, and we want to assure you that we are taking immediate action to resolve this issue.
  We have located your customer support ticket and instructed our agents to respond promptly. Additionally, we have escalated the matter to the warehouse manager to ensure that a second delivery attempt is scheduled as a priority.
  We understand that all of your information is correct, and its unacceptable that your parcel has not yet been delivered despite multiple attempts. We are committed to resolving this for you and will provide updates as soon as the new delivery is confirmed.

  Thank you,

  UniUni

  Customer Answer

  Date: 18/09/2024

   
  Complaint: 22251460
  
  I am rejecting this response because:
    The reply that Uni Uni has given me is the same response I get after 10 phone calls and writing up 6 tickets.  So there is nothing of action on their part as usual , if it was such a high priority like they said in their statement , I would have my parcel by now.   
       I have read the complaints on BBB about UniUni and I see it is overwhelmingly an epic fail with this company as they have let down thousands of customers.   Thankful for the ******************** in that I can voice this opinion of UniUni . 
  Sincerely,
  
  **** G *******

  

  Business Response

  Date: 25/09/2024

  Dear ****,

  We sincerely apologize for the repeated frustration and lack of resolution regarding your parcel. We understand that youve encountered significant delays and multiple unaddressed inquiries, and for that, we take full responsibility. This is certainly not the experience we aim to provide, and we regret that our previous responses have not met your expectations.
  As of September 23, 2024, we can confirm that your parcel has unfortunately been classified as lost in transit. Our warehouse has already initiated the lost parcel procedure, which involves a thorough search of the warehouse and the drivers vehicle in an effort to recover your item. We understand your frustration with the timeline, and we are treating this matter as a priority. We are committed to providing a resolution as soon as possible and will keep you informed with any updates.
  We deeply regret that your experience reflects the concerns youve mentioned, and we are working hard to address the issues that have led to this outcome. We appreciate your feedback and are committed to improving our service moving forward.
  Once again, we apologize for the inconvenience, and we will continue to follow up with you throughout this process. Thank you for your patience.
  Sincerely,

  UniUni

  Customer Answer

  Date: 01/10/2024

   
  Complaint: 22251460
  
  I am rejecting this response because:
  After the dozen of phone calls to Uni and the multiple tickets I had to write up because of my package not getting to me, now they say they lost it and it was lost the first day.     
       I got a refund at *****, but will never order from them again as they use this courier, in fact now I ask companies what courier they use and if its Uni I wont order from them.   So I do not accept your last response , it must be the same response you tell all your unsatisfied customers 

   

  
  Sincerely,
  
  **** G *******

• Initial Complaint

  Date:09/09/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  UniUni has obviously lost my package and refuses to acknowledge it and only reply with an obviously a canned message stating:Thank you for reaching out to UniUni.We are pleased to inform you that your parcel has successfully arrived at Customs and is now in transit to the UniUni pick-up bay. Our team is diligently working to ensure a smooth delivery process, and you can expect to receive your parcel within the next 2-4 business days.We understand your excitement to receive your package, and we assure you that we are committed to providing a timely and efficient delivery service. Rest assured that every effort is being made to ensure your parcel reaches you as quickly as possible.For real-time updates on the progress of your parcel, we encourage you to visit our website at *********************************************************************. This tracking feature will keep you informed about the whereabouts of your parcel throughout its journey.We appreciate your ************* regards, UniUni Previously, they had stated that they escalated my case but now only respond with the above message and it has been an entire month since the tracking number shows they received my package. No recourse and no other way to file a claim, other than here, as MANY others have done.

  

  Business Response

  Date: 16/09/2024

  Good day,
  Thank you for bringing this to our attention, and we sincerely apologize for the inconvenience and frustration you've experienced. We understand how important this matter is, and we regret that our previous responses did not provide the clarity or resolution you deserve.
  After investigating the issue, it appears the parcel was unfortunately lost between the customs bay and our UniUni sorting facility. We also acknowledge that there was a failure on our part to follow up with you appropriately, and for that, we sincerely apologize.
  We have escalated your case and reassigned it to a senior agent to ensure quick and efficient resolution. Rest assured, we are taking this matter very seriously and are committed to resolving this situation as swiftly as possible. You will receive a follow-up shortly with the next steps regarding your package.
  Again, we deeply apologize for the delays and any confusion caused by our earlier communications. We are actively working to provide you with a satisfactory resolution, and we appreciate your patience.
  Best regards,
  UniUni

• Initial Complaint

  Date:06/09/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ********** arrived in ******* Aug 28th. Tracking shows processed and in transit to ******* Aug 29th. After my first inquiry received update showing processed and in transit Sept 4th. So where was it for 6 days.? Have tried contacting them and they have not responded. I want them to pay for my glasses since they appear to be lost. I see so many bad reviews of this company so surprised that any one uses them...

  Customer Answer

  Date: 06/09/2024

  JY248N90U515072465 TRACKING NUMBER.  I WANT UNI TO LOCATE THESE EYEGLASSES AT ONCE.  THEY LOST THEM,THEY SHOULD PAY FOR THEM BUT IF THATS NOT AN OPTION, I WISH TO HAVE A REAL PERSON CONTACT ME AT ************ TO DISCUSS THE MATTER AND COME TO A SOLUTION.  PRESCRIPTION EYEGLASSES FOR A SENIOR.  NO TRACKING UPDATES AND FROM WHAT I CAN SEE, MORE THAN A FEW HAVE COMPLAINED.  WHOS TO SAY THE DRIVERS ARE NOT TAKING PARCELS FOR THEMSELVES SINCE SO MANY GO MISSING....DISTURBING THAT A COURIER COMPANY DOESNT HAVE TO BE FINANCIALLY RESPONSIBLE FOR THEIR INCOMPETENCE. 

  

  Business Response

  Date: 16/09/2024

  Good day,
  Were sorry to hear about the difficulties youve experienced with tracking and locating your parcel. Upon further investigation, we have determined that this delivery was not handled by UniUni. We recommend reaching out to your vendor to confirm the carrier responsible for your shipment.
  Thank you for your understanding, and please let us know if you need any further assistance.
  Best regards,
  UniUni

  Customer Answer

  Date: 16/09/2024

   
  Complaint: 22248475
  
  I am rejecting this response because they were certainly the company that handled the delivery of my eye wear.  I used their tracking number to track my items to ******* and onward.....ridiculousto deny they were the carrier
  
  ***** *****

  

  Business Response

  Date: 19/09/2024

  Dear *****,
  Thank you for your response, and we apologize for any confusion and frustration regarding your eyeglasses delivery. We understand how important this shipment is and we take your concerns seriously.
  After thoroughly investigating your case with our operations team, we have confirmed that the parcel in question was not delivered by UniUni. While we understand that you used a tracking number to follow your parcels journey, it appears that another carrier was responsible for its transportation from ******* onwards.
  To assist you further, we recommend using tracking services such as ***************, which can help identify the correct carrier for overseas shipments. These services are typically helpful when pinpointing the originating logistics company.
  We understand this has been a frustrating experience, and we regret that we were unable to assist you sooner. If you need any further clarification or assistance in resolving this, please dont hesitate to reach out.
  Thank you for your understanding.
  Best regards,

  UniUni

  Customer Answer

  Date: 20/09/2024

   
  Complaint: 22248475
  
  I am rejecting this response because:  I used 17 track as per the sellers instructions abstracted them as far as toronto.  If you passed them off to another courier, you should have indicated the name of that courier. As far as I know, the glasses went to uni ***********...
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 26/09/2024

  Dear *****,

  Thank you for reaching out to us. We sincerely apologize for the confusion and frustration regarding your delivery. After further investigation, both our IT team and Operations Team have confirmed that UniUni was not the carrier for this delivery.
  As a result, we recommend contacting the merchant directly to discuss the next steps. They will be able to provide more information about the shipment and assist you with locating your parcel. Unfortunately, since we were not the handling carrier, we are unable to assist further.
  We understand this is not the outcome you were expecting, and we appreciate your understanding. Should you have any additional questions, feel free to reach out.
  Sincerely,

  UniUni

  Customer Answer

  Date: 26/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID *********, and find that this resolution is at. An impasse

  All I can say is that the seller provided me with a tracking number that clearly said courier was uni uni.   I, unfortunately, no longer have the emails, etc showing said tracking number and courier. 

  I am closing this complaint but am far from satisfied with the outcome...

  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:05/09/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a package from *************************** Monday on labor day(9/1/24) I got an email saying there was a failed delivery. I was having the package sent to *****************. It is supposed to be sent to my mailbox or to **********************. It is now 9/4/24 8:10 p.m. and I have not received any email about my package. I have tried to submit a ticket on the UNIUNI website (the company that will deliver my product) and it says failed to create ticket. No one is answering the phone.

  

  Business Response

  Date: 19/09/2024

  Dear *****,

  Thank you for reaching out, and we sincerely apologize for the delay in responding to your concerns. We understand your frustration, and we are currently conducting a full inquiry into the phone calls you made to our support team, as well as the ticket creation issues you encountered on our website. Your feedback is important to us, and we are working to resolve these issues as quickly as possible.
  We have confirmed that your parcel was successfully delivered on September 6, 2024, at 15:52:12 to ***************** - **********************************************************************. It may have been delivered to your mailbox or **********************. If you have not yet received the package, we encourage you to check with the universitys postal services for further assistance.
  Please find the Proof of Delivery (POD) attached for your reference.
  We apologize again for the inconvenience and confusion caused by the delivery process and our communication issues. Rest assured, we are addressing these concerns internally, and we will follow up with you as soon as we have more information regarding the inquiry into your phone calls.
  If you have any further questions or need additional assistance, please dont hesitate to reach out.
  Best regards,

  UniUni

• Initial Complaint

  Date:03/09/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made three orders through Temu and they have all been combined into a single package to be delivered by UniUni. The delivery window provided by Temu was Aug. *****, but checking the tracking number on UniUni showed the parcel out for delivery on Aug. 23 and stuck there without updates for several days, so I reached out to UniUni to see if there was an issue with the delivery. It got updated that there had been a failed delivery attempt due to a wrong address (the address was correct when I checked with Temu and there are no obstructions at my home that could have possibly prevented delivery). I opened a ticket with UniUni and they said they had no idea when it would be delivered but to give the driver a 48 hour window. I did, nothing came. I called UniUni's customer service number over ten times and only got through to a person twice. Every other time, after waiting 30+ minutes each call, the line simply went dead. Once I did get through to another customer service agent and he dropped the call, too. They basically told me that they employ private drivers for delivery and have no idea when they'll get around to delivering an item on their route and have no way to check unless it comes back to their warehouse. These are unacceptable business practices, both in terms of how they manage their deliveries and their horrendous customer service "communications". I have spent a lot of money on the items I purchased and now they are out there in the void. The last time I checked tracking, it showed that it had arrived back at the warehouse due to a wrong address and to contact customer service to set up a delivery. How? No one will answer any communications with anything more than "it's coming" with an eventually implied, and I've spent so much trying to do my part to reach out. It's unacceptable.

  

  Business Response

  Date: 19/09/2024

  Dear ******,

  **** you for reaching out and for your patience while we review your case. We deeply apologize for the ongoing issues you've experienced with your parcel delivery and for the frustration caused by our communication and service during this process.
  Upon further investigation, we have located the customer support ticket where one of our agents responded to you on Saturday, 14th September 2024 at 11:09 AM, advising that your parcel was unfortunately returned to the vendors warehouse. We also noted the consistent follow-ups from our agents on your ticket, though we regret that we were unable to resolve the issue in a timely manner.
  We understand how unacceptable this situation has been and acknowledge that this case should have been escalated to our VIP Client Relationship Manager for immediate handling. Rest assured, we will be following up on this matter to ensure it is prioritized moving forward, and we will keep you updated on any further developments.
  Once again, we apologize for the inconvenience and lack of resolution thus far. We are committed to improving our service and making this right for you. If you have any further questions or concerns, please feel free to reach out, and we will make sure to address them promptly.
  Best regards,

  UniUni

• Initial Complaint

  Date:03/09/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against UniUni courier services regarding a significant delay in the delivery of my package.I ordered a delivery of my parcel on August 16, 2024, the parcel at that time was at a warehouse, in close proximity to my location (2 hours away) *****-******. On the 08/30/2024 it wasnt delivered yet. And I called to customer service **************. Despite daily assurances of delivery, the package has not been delivered as of 8 pm August 31, 2024. I have made multiple attempts to resolve the issue through customer service, including phone calls and filling out client tickets, but the problem remains unresolved. Additionally, when I requested the names of the operators during phone conversations, my calls were disconnected. The usual waiting period on the line to conect with the representetive is up to 30 minutes.

  Customer Answer

  Date: 03/09/2024

  Thank you for your message.

  I would like to proceed with my complaint against UniUni, and I am seeking the following resolutions:

  1- Request for a public review: I would like my review of UniUni's services to be publicly posted on the BBB website to inform other consumers of my experience.
  2- Request for escalation: If UniUni does not respond adequately or refuses to resolve the issue, I ask that BBB marks this in their report, which could negatively impact the company's rating.
  3- Request for delivery or compensation: I urgently need the package delivered within the next 24 hours, as it is very important to me and is currently located at a warehouse in *****, just two hours away from my home in ******. If the package is not delivered within this timeframe, despite their repeated assurances, I request full compensation for the cost of the item, as well as compensation for the inconvenience, including the time spent on lengthy phone calls with their customer service and filling out service tickets.
  4- Request for referral to governmental authorities: I would also like my complaint to be referred to the appropriate governmental authorities, such as the ************************ (FTC) or the Florida Department of Agriculture and ***************** (FDACS), for further investigation.

  Thank you for your assistance in this matter.

  Customer Answer

  Date: 05/09/2024

  Thank you for your clarification.

  I understand that BBB cannot assist with compensation for pain, suffering, or time lost from work.

  Therefore, I am revising my desired resolution as follows:
  -I request immediate delivery of my package within the next 24 hours, as it is crucial to me and is located at a warehouse only two hours away from my home.
  -If delivery is not possible within this timeframe, I request a full refund for the cost of the item.

  I appreciate your assistance in this matter and look forward to the timely resolution of my complaint. Please let me know if any further information is needed

  

  Business Response

  Date: 16/09/2024

  Good day,

  Thank you for bringing this issue to our attention. I sincerely apologize for the delays and frustrations you've experienced with your delivery, and I understand how important this is to you.
  Our customer service team had attempted to schedule a second delivery, but unfortunately, the request was missed by the warehouse team. We have since escalated this matter to the warehouse manager and requested that your delivery be prioritized. You can expect your package to arrive by Friday, September 20, 2024.
  We know your preferred resolution is to receive the delivery within 24 hours. However, due to how our delivery routes are organized by zip code, we need to allocate your parcel within the appropriate route. While our team is working hard to find the earliest available option, the process involves coordinating multiple deliveries to optimize efficiency.
  Again, we apologize for the inconvenience and delays, and we appreciate your patience as we work to resolve this as quickly as possible.

  Thank you,

  UniUni

  Customer Answer

  Date: 20/09/2024

  Better Business Bureau:
  

  I would like to thank you for your assistance in resolving the delivery issue. The package has now been delivered, and I appreciate your support throughout the process.
  
  However, I would still like to request that my review of UniUni be posted publicly on the BBB website. Despite the resolution, I had to wait more than a month for a second delivery, even after providing the correct address. Additionally, the behavior of their customer service staff was unacceptable: I experienced mockery, false information, calls being disconnected, and wait times of up to 30 minutes just to reach an operator.
  
  Thank you again for your help, and I hope this review will assist others in making informed decisions.
  
  Sincerely,
  Ievgeniia Filonenko

• Initial Complaint

  Date:03/09/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a number of items for my small business from a seller on Aliexpress on 7/13/2024. The estimated arrival time was 7/29, and it was sent by "Aliexpress Standard Shipping", which ended up using UniUni to deliver in the ***. I received notice from the seller on 7/25 that my package was "returned to the warehouse" due to "missing unit number". I promptly contacted UniUni to see what the issue was and reschedule delivery. The person I talked to stated they didn't know why it said there was no unit number, as there clearly was a unit number in the provided address, and said they would reschedule delivery. When there was no movement on the site after a few days, I called again. They said they would try to reschedule delivery. I have since been repeatedly calling them -- staff members say they are "scheduling re-delivery" and "escalating the case", but there has been no movement on the tracking for over a month at this point. I have spent hours on the phone with them, mostly on hold, calling multiple times per week. There has been no progress. This is absolutely unacceptable. I want the tracking to be updated and my package to be delivered expediently.

  

  Business Response

  Date: 19/09/2024

  Dear ******,

  We sincerely apologize for the inconvenience and frustration you have experienced regarding the delivery of your parcel. After reviewing the case, we must take full responsibility for the issue. Although the parcel was booked correctly by our customer service agent, it was unfortunately missed by the warehouse, resulting in the failure to schedule the re-delivery as promised.
  As a result, the parcel has now been returned to the vendors warehouse, and we deeply regret the impact this has had on your business. We understand how unacceptable this situation has been, especially given the time and effort youve spent trying to resolve it.
  We extend our deepest apologies for the lack of progress and communication throughout this process. We suggest that you reach out to the vendor to discuss a replacement or a refund. 
  Best regards,

  UniUni

• Initial Complaint

  Date:29/08/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have explained, through a translation app, as the courier who was yelling at me did not speak English, that I have my packages delivered to my work address and we are only open from 9-5 on weekdays only. They keep bringing my packages in the evening and on the weekends and they will not leave them at the door (as they used to do). So they keep having to come back but they are coming back in the evening still. And then, one day they came in the afternoon but the man was yelling at me and complaining that he kept having to come back. I have tried calling the company and after being on hold today for 30 minutes I got disconnected. I have written to the customer service department to explained this situation too, but they have not answered that email either. It is very frustrating for me. I would have them deliver to my home address but that wouldn't help either as no one would be there as I am at work!!! They always have left the packages by the back door in the past and I have never had an issue with that. I have even left a sign by the front and back door, in English and Chinese about just leaving the packages if the door is locked but that hasn't helped either!!!

  Customer Answer

  Date: 30/08/2024

  The company have delivered 3 of the outstanding packages but they still have not delivered the following packages: 

   

  UUS48E0832393075055

  UUS48E0839393035073

   

  Thank you for your follow up on this matter,

   

  **** ****

  

  Business Response

  Date: 20/09/2024

  Dear ****, 

  Thank you for your continued patience, and we sincerely apologize for the difficulties youve experienced with your recent deliveries.
  Upon review, we have identified two parcels under your name:
  Tracking number UUS48E0832393075055: This parcel was successfully delivered, and a Proof of Delivery (POD) email was sent to you on August 23, 2024 at 1:50 PM. As there was no follow-up from your side after that email, we considered this delivery completed. However, if you have any concerns regarding this delivery, please let us know, and we will investigate further.
  Tracking number UUS48E0839393035073: This parcel was located in our storage, and unfortunately, a second delivery attempt had not been scheduled previously as expected. We have now successfully booked the second delivery, and your parcel is on its way. We will be closely monitoring this delivery to ensure it is completed promptly and within your specified weekday hours of 9:00 AM - 5:00 PM.
  We deeply regret the delays and frustration caused by these issues, including the negative experience you had with one of our drivers. This matter has been escalated internally, and we are working with the courier team to ensure this does not happen again.
  In the future, for quicker assistance, we encourage you to use our online support form at ********************************************************************, as the previous email you sent was to an unmonitored inbox.
  Once again, we apologize for any inconvenience and appreciate your understanding. If you have any further questions or concerns, please feel free to reach out.
  Best regards,

  UniUni

• Initial Complaint

  Date:28/08/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/12/24, I received an alert via tracking information about my package: "failed delivery attempt, returning to warehouse (wrong address)". This is a false reason as my address has not changed in 7 years and I verified that the address I gave the seller when I placed the order was the correct one. Their initial reasoning for why it was not delivered was a lie. 8/13/24 10:06am, I called their customer service ************ and waited on hold for 35min, the call was picked up, it was silent for a few seconds and then it hung up. I called back again at 10:48am, waited for 40min, and someone did answer. I informed them of my address and I was told it would take "3-5 business days" for it to be redelivered. Which doesn't make sense why it would take that long if it's supposedly at a warehouse in **** (where I live) according to the tracking information. I then received a confirmation email that it would take up to 7 business days for second attempted delivery.8/15/24 12:10pm, I called again, waited for 20min and I reaffirmed that they had my address and even gave them my gate code to make sure there would be no potential issues with the second delivery. 8/19/24 9:40am, I called again, waited for 39min and they hung up on me before I could reach someone. Called again at 10:20am, waited for 40min, and spoke to someone as it was now the 5th business day and no tracking information was updated. They told me they would create an "escalated ticket" and "mark it as high priority" and I would hear back from someone in 24-48hrs. 8/22/24 1:37pm, I called again, waited for 30min, the woman was rude and unhelpful and could not care less about the situation. I called again at 2:22pm, they still had no updates and said there was no way for me to be transferred to a supervisor, that they would have the supervisor call me in 24-48hrs. I never received a call. It is now 8/28/24, it been 16 days, I still have zero updates and have been lied to multiple times and no action been made.

  Customer Answer

  Date: 28/08/2024

  The tracking number is: UUS482046373547286

  

  Business Response

  Date: 02/09/2024

  Good day,

  Thank you for bringing this to our attention, and we deeply apologize for the frustration and inconvenience youve endured. Its clear that our handling of your situation has been far from acceptable.
  We acknowledge that our customer service team has tried to assist you, but unfortunately, this has only led to more frustration. Weve overlooked this issue, and for that, we are truly sorry. To resolve this matter, we have escalated it to our management team for immediate action. Your parcel has been prioritized for booking, and our customer service team will provide you with an updated delivery timeline on September 3rd, 2024.
  We understand that youve been given inaccurate information and have faced significant delays, which is not the standard of service we strive to provide. Were committed to ensuring that this situation is resolved promptly and to improving our communication and service moving forward.
  Thank you for your patience, and please expect an update soon.

  UniUni

  Customer Answer

  Date: 04/09/2024

   
  Complaint: 22209981
  
  I am rejecting this response because: UniUni is once again giving me false claims and false promises. This isn't the first time I've been told my issue has been "escalated" or been told that I would hear from someone shortly or within a certain time frame. In both their email to me directly and their response to this formal complaint through Better Business Bureau, they claimed I would have heard a definitive answered by September 3rd. It is now September 4th and I still have heard nothing. This has been the same pattern of behavior I've been experiencing dealing with them for the past 22 days and counting. I don't want to be told any more lies, placations or lip services. I want my package. I paid a lot of money for it (as well as some of the items not being replaceable). At the very least, I don't understand why, after EVERYTHING, they can't just let me pick up my package from their warehouse directly. I understand that they don't have a standard customer pick up option in place, but they can make an exception. IF they actually have my package at their warehouse like they CLAIM they do (and didn't steal or loose it, like I believe they have) then they can make an exception and allow me to pick it up myself. All of this headache because UniUni is evidently incapable of delivering people's packages despite being a delivery service company... which is completely bizarre to me. Why can't you just let me go get it myself at this point so we can be done with this? Either that, or admit that you lost/stole it. Had I have informed that the company I ordered from switched from ***** to UniUni, I never in a million years would have ordered from them knowing I would have to go through this incredible amount of hassle in which UniUni could not care less. 

  Either deliver my package by the end of this week or give me your warehouse address so I can pick it up myself.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 18/09/2024

  Good day,

  We understand how disappointing and frustrating this experience has been for you, and we truly regret the challenges youve faced throughout the process. Your concerns have been heard, and we are fully committed to addressing them. Rest assured, we are thoroughly investigating the issues with our customer service team, and corrective actions will be taken to ensure this doesnt happen again.

  Upon review, we can confirm that your package was delivered on September 6, 2024, at 16:05:24 to the following address:
  ******************************************************************************
  

  Weve attached the Proof of Delivery (POD) photos for your reference.
  

  We sincerely regret the miscommunication regarding the initial delivery attempt and the delays that followed. We understand how valuable your time is and how frustrating it must have been to deal with the inconsistent information. Our goal is to ensure that such instances do not occur moving forward, and we are taking steps to improve our communication and service quality.

  Thank you for your understanding.
  Best regards,

  UniUni

  Customer Answer

  Date: 19/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************